🚪 Cancellation Management & Configurations
Managing cancellations isn’t just about letting customers leave — it’s about reducing churn, understanding customer pain points, and building retention strategies. With the right setup, you can turn a cancellation into an opportunity to keep the customer.
🔍 Where to Find It
Go to the More section in the app.
Open Cancellation Management.
🗂️ The page at a glance
Cancellation Management is organized into five tabs:
Overview — your retention performance dashboard: save rate, customers saved, flow readiness, a per-reason offer performance table, and suggestions on what to improve next.
Cancellation — configure how customers cancel and the retention offers they see (details below).
Pause — the same setup for customers who try to pause instead of cancel.
Flows — build targeted save flows with a visual editor for specific subscriber groups. See Cancellation Flows (Targeted Save Flows).
Advanced Configuration — fine-tuning options for the cancel experience.
As you edit, a Live preview pane shows exactly what customers will see — no guesswork.
⚡ How should customers cancel?
On the Cancellation tab, Step 1 asks you to pick one of three experiences. Everything below adapts to your choice.
1️⃣ Direct ✅
Customers cancel immediately from their portal by clicking Cancel Subscription — no retention offers or extra steps.
2️⃣ Retention offers 🔄 (Recommended)
Use cancellations as a way to gather insights and offer alternatives:
📊 Cancellation Reasons: customers pick why they are leaving — too expensive, too much product, etc.
🎁 Retention Offers: each reason triggers its own save offer — a discount, a skipped order, a pause, a product swap, and more — with an optional fallback offer if the first is declined.
📝 Feedback: collect written feedback, optionally required before cancelling.
Full setup guide: Set Up Retention Offers (Cancellation Save Flow).
3️⃣ Custom instructions 📨
Show a custom message (text or HTML) when a customer clicks Cancel Subscription — for example, directing them to contact your support desk.
🖥️ Where customers see it
The retention experience currently runs in the classic customer portal. Stores on Shopify's new customer accounts keep the standard cancel flow until support for it ships.
📞 Need Help?
Our team is here 24×7×365 to guide you.
📧 Email: support@appstle.com
💬 Live Chat: Directly inside the app.